Visitor Intake Process/Customer Service Record (VIP/CSR) System

SOCIAL SECURITY ADMINISTRATION NOTICE OF SYSTEM OF RECORDS REQUIRED BY THE
PRIVACY ACT OF 1974

System number:
60-0350

System
name:

Visitor
Intake Process/Customer Service Record (VIP/CSR) System.

Security classification:

None.

System location:

Social
Security Administration

Office
of Systems

6401
Security Blvd.

Baltimore,
Maryland
21235.

Categories
of individuals covered by the system:

This system covers visitors to
the Social Security Administration (SSA) field offices (FO) for various purposes
(see ‘‘Purpose(s)’’ section below); individuals who have threatened an act of
violence, commit, or attempt to commit, a violent crime against an SSA employee,
a visitor to any SSA office conducting business or another individual
accompanying such visitor, or to any SSA office; and SSA beneficiaries,
claimants, attorney or non-attorney representatives, or representative payees
who commit, or attempt to commit, a violent crime, have an outstanding arrest
warrant, and who we reasonably believe will attempt to contact one of our
facilities to conduct program business.

Categories
of records in the system:

This system contains the following
information about each visitor:

(1) Visitor information, such as
Social Security number, full name and date of birth, when such information is
provided by the visitor;

(2) Visitor information, such as
the time the visitor entered and left the office, an assigned group number,
number of interviews associated with the visit and remarks associated with the
visit;

(3) Appointment information, such
as date and time of appointment, source of appointment and appointment unit
number (unit establishing appointment);

(5) Interview information, such as
each occurrence, subject of interview, estimated waiting time, preferred
language, type of translator, the number of the interview in the queue,
interview disposition (e.g., completed, deleted, left without service),
interview priority, start and ending time and name of interviewer;

(6) SSN, full name and
relationship to claimant or beneficiary, when such information is provided;

(7) ‘‘High Risk’’ alert
information about individuals who take action, or threaten to take action, that
affects the security and safety of our employees, security guards, visitors,
facilities, or records; i.e., personal information about the visitor such as
name, SSN, date of birth, specific nature of the threat or act of violence, the
date, time, and location of the threat or act of violence;

(8) Source of the report from the
SSA– 3114–U4; and

(9) ‘‘High Risk’’ alert
information about beneficiaries, claimants, attorney or non-attorney
representatives, or representative payees who commit, or attempt to commit, a
violent crime, have an outstanding arrest warrant, and who we reasonably believe
will attempt to contact one of our facilities to conduct program business; i.e.,
personal information about the individuals such as name, SSN, date of birth,
information pertaining to the specific nature of the crime, and the date, time,
and location of the crime.

Provide a means of collecting waiting time data on all in-office interviews
in SSA FOs;

Provide management information on other aspects of all in-office interviews
in SSA FOs;

Provide a source for customer service record data collection for such
interviews and capture discrete data about the volume and nature of
inquiries to support management decisions in the areas of process
improvement and resource allocation;

Provide a means of collecting information about individuals who have
threatened an act of violence and/or have committed an act of violence
against an SSA employee, or a visitor to any SSA office conducting business,
and/or to any SSA office;

Generate a timely ‘‘High Risk’’ alert to alert intake employees of an
individual who may pose a security risk, including a ‘‘High Risk’’ alert for
Social Security beneficiaries, claimants, attorney or non-attorney
representatives, or representative payees who commit, or attempt to commit,
a violent crime, have an outstanding arrest warrant, and who we reasonably
believe will attempt to contact one of our facilities to conduct program
business;

Provide a standard approach to ensure the safety of
SSA employees, visitors, security personnel, and facilities.

The information
collected from visitors to SSA FOs will be used for filing claims for benefits
under title II, transacting post-entitlement actions if currently entitled to
benefits under title II, filing claims for benefits under title XVI, transacting
post-eligibility actions if currently eligible for benefits under title XVI,
obtaining an SSN, transacting other actions related to a SSN, or other actions
or queries that may require an interview at SSA.
The information collected from the ‘‘High Risk’’ alert will be used to advise
the intake employees at any SSA office of the potential security risk and to use
extra caution when dealing with the individual who is before them and/or who has
scheduled an appointment. The ‘‘High Risk’’ alert will include personal
information about the visitor such as name, SSN, date of birth, specific nature
of the threat or act of violence, and the date, time, and location of the threat
or act of violence.

Routine uses of records maintained in the system, including categories of
users and the purpose of such uses:

Disclosures may
be made for routine uses as indicated below.

1. To the Office of the President for the purpose of responding to an
individual pursuant to an inquiry received from that individual or from a third
party on his or her behalf.

2. To a congressional office in response to an inquiry from that office made
at the request of the subject of a record.

3. To the Department of Justice (DOJ), a court, or other tribunal, or other
party before such tribunal when:

(a) The Social
Security Administration (SSA), or any component thereof, or

(b) Any SSA employee in his or her official capacity; or

(c) Any SSA
employee in his or her individual capacity where DOJ (or SSA where it is
authorized to do so) has agreed to represent the employee; or

(d) The United
States, or any agency thereof, where SSA determines that the litigation is
likely to affect the operations of SSA or any of its components is party to
litigation or has an interest in such litigation, and SSA determines that the
use of such records by DOJ, a court, or other tribunal is relevant and necessary
to the litigation, provided, however, that in each case, SSA determines that
such disclosure is compatible with the purpose for which the records were
collected.

4. To contractors and other Federal agencies, as necessary, to assist the
Social Security Administration in the efficient administration of its programs.

5. To student volunteers, individuals working under a personal services
contract, and other individuals performing functions for the Social Security
Administration, but technically not having the status of Agency employees, if
they need access to the records in order to perform their assigned Agency
functions.

6. To the General Services Administration and National Archives and Records
Administration (NARA) under 44 U.S.C. 2904 and 2906, as amended by the NARA Act
of 1984, information that is not restricted from disclosure by Federal law for
the use of those agencies in conducting records management studies.

7. To Federal, State, and local law enforcement agencies and private
security contractors as appropriate, information necessary:

(a) To enable
them to protect the safety of Social Security Administration (SSA) employees and
customers, the
security of the SSA workplace and the operation of SSA facilities, or

(b) To assist
investigations or prosecutions with respect to activities that affect such
safety and security or activities that disrupts the operation of SSA facilities.

8. To the appropriate law enforcement official, the Social Security
Administration (SSA) may disclose information regarding a Social Security
beneficiary, claimant, attorney or non-attorney representative, or
representative payee who is the subject of an outstanding arrest warrant for
having committed, or having attempted to commit, a violent crime for the
purposes of determining whether SSA should include an individual’s information
in the VIP/CSR System or remove an individual’s information from the system
because he or she no longer meets the criteria (i.e., the individual is in the
custody of law enforcement, is no longer a suspect or has been exonerated, or is
deceased).

9. We may disclose information to appropriate Federal, State, and local agencies,
entities, and persons when (1) we suspect or confirm that the security or
confidentiality of information in this system of records has been compromised;
(2) we determine that as a result of the suspected or confirmed compromise there
is a risk of harm to economic or property interests, identity theft or fraud, or
harm to the security or integrity of this system or other systems or programs of
SSA that rely upon the compromised information; and (3) we determine that
disclosing the information to such agencies, entities, and persons is necessary
to assist in our efforts to respond to the suspected or confirmed compromise and
prevent, minimize, or remedy such harm. SSA will use this routine use to respond
only to those incidents involving an unintentional release of its records.

Policies
and practices for storing, retrieving, accessing, retaining and disposing of
records in the system:

Storage:

Records in
this system are maintained in both electronic and paper form (e.g., magnetic
tape and disc and microfilm).

Retrievability:

Records in
this system will be retrieved by the individual’s SSN and/ or name.

Safeguards:

Security
measures include the use of access codes to enter in the computer system, which
will maintain the data and storage of the computerized records in secured areas
that are accessible only to employees who require the information in performing
their official duties. SSA employees who have access to the data will be
informed of the criminal penalties of the Privacy Act for unauthorized access to
or disclosure of information maintained in the system. See 5 U.S.C. 552a(i)(1).

Contractor
personnel and/or alternate participants having access to data in the system of
records will be required to adhere to SSA rules concerning safeguards, access
and use of the data.

Retention
and disposal:

Records in the
Visitor Intake Process/ Customer Service Record (VIP/CSR) System ‘‘High Risk’’
file will be retained for five years in accordance with Section E of
NC–47–76–12. The means of disposal of the information in the Visitor Intake
Process/Customer Service Record (VIP/CSR) System ‘‘High Risk’’ file will be
appropriate to the storage medium (e.g., deletion of individual electronic
records or shredding of paper records). Additionally, management officials will
have the ability to delete records from the ‘‘High Risk’’ file electronic
database.

System
manager(s) and address(es):

Deputy
Commissioner

Office of
Systems

Social Security
Administration

6401 Security Boulevard

Baltimore,
Maryland
21235.

Notification
procedure(s):

An individual
can determine if this system contains a record about him or her by writing to
the system manager(s) at the above address and providing his or her name, SSN,
or other information that may be in the system of records that will identify him
or her. An individual requesting notification of records in person should
provide the same information, as well as provide an identity document,
preferably with a photograph, such as a driver’s license. If an individual does
not have identification documents sufficient to establish his or her identity,
the individual must certify in writing that he or she is the person claimed to
be and that he or she understands that knowing and willful request for, or
acquisition of, a record pertaining to another individual under false pretenses
is a criminal offense.

If notification
is requested by telephone, an individual must verify his or her identity by
providing identifying information that parallels the record to which
notification is being requested. If it is determined the identifying information
provided by telephone is insufficient, the individual will be required to submit
a request in writing or in person. If an individual is requesting information by
telephone on behalf of another individual, the subject individual must be
connected with SSA and the requesting individual in the same phone call. SSA
will establish the subject individual’s identity (his or her name, SSN, address,
date of birth and place of birth, along with one other piece of information such
as mother’s maiden name), and ask for his or her consent in providing
information to the requesting individual.

If a request
for notification is submitted by mail, an individual must include a notarized
statement to SSA to verify his or her identity or must certify in the request
that he or she is the person claimed to be and that he or she understands that
the knowing and willful request for, or acquisition of, a record pertaining to
another individual under false pretenses is a criminal offense. These procedures
are in accordance with SSA Regulations (20 CFR 401.40).

Record
access procedure(s):

Same as
Notification procedure(s). Requesters also should reasonably specify the record
contents they are seeking. These procedures are in accordance with SSA
Regulations (20 CFR 401.40).

Contesting
record procedure(s):

Same as
Notification procedures. Requesters also should reasonably identify the record,
specify the information they are contesting, and state the corrective action
sought, and the reasons for the correction, with supporting justification
showing how the record is untimely, incomplete, inaccurate or irrelevant. These
procedures are in accordance with SSA Regulations (20 CFR 401.65).

Record
source categories:

Information in
this system of records is obtained from information collected from individuals
interviewed in person in SSA FOs, from existing systems of records, such as the
Claims Folders System, 60–0089; Master Beneficiary Record, 60–0090, Supplemental
Security Income Record and Special Veterans Benefits, 60–0103; from information
generated by SSA, such as computer date/time stamps at various points in the
interview process; and from law enforcement.

Important Information:

Other Government Websites:

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Disclaimer

The Social Security Administration (SSA) website contains links to websites not affiliated with the United States government. These may include State and Local governmental agencies, international agencies, and private entities.

SSA cannot attest to the accuracy of information provided by such websites. If we provide a link to such a website, this does not constitute an endorsement by SSA or any of its employees of the information or products presented on the non-SSA website.

Also, such websites are not within our control and may not follow the same privacy, security or accessibility policies. Once you visit such a website, you are subject to the policies of that site.